FAQ
General Questions
Return/Replacement
How Do I Return My Product?
1.Email support@1moreusa.com with your defect details and order #
2.Get a return label from our support team (DO NOT ship the product back without speaking with a 1MORE representative)
3.Follow the instructions that come with the label for shipping
4.When the item arrives in our office, we will inspect the item and report back to you with our findings
2.Get a return label from our support team (DO NOT ship the product back without speaking with a 1MORE representative)
3.Follow the instructions that come with the label for shipping
4.When the item arrives in our office, we will inspect the item and report back to you with our findings
Warranty Replacement
1MORE will replace manufacture defects with a new pair if bought within the last 3 months, anything after 3 months is subject to a refurbished unit if a manufacturer defect is found.
Possible Defects Covered Under 1MORE’s Warranty:
1.No or low sound playing in one or both earbuds
2.Loose or separated pieces on earbud housing
3.Malfunction of inline remote or microphone
4.Battery not holding charge
The above warranty does not cover the following:
Minor faults or deviations in the quality of a product which do not affect the product’s value or fitness for its intended purpose
Any accessories supplied with the product
Faults resulting from improper use, mishandling, accidents, theft, or extreme weather/temperatures
Any modification of 1MORE products affected by you or a third party, unless 1MORE has given its prior written consent to the nature and extent of the modification faults of which the purchaser was already aware at the time of purchase (used or refurbished units)
Purchases from “gray markets” from other countries
Counterfeit products not produced by 1MORE
Purchases from unauthorized sellers. A list of authorized sellers can be found below; if you are unsure if the seller is authorized please contact support@1moreusa.com
*1MORE USA Inc, Sam's Club, Best Buy, Etailz, Massdrop, Touch of Modern, Stack Commerce, Stack Social, Huppins, OneCall, Quantum Networks, Baylife, Costco, Celebrity Sweat, Walmart, YamiBuy, b8ta, Canada Computers, London Drugs, Visions Electronics, Electronics for Less, Layton Audio, Target Hi-Fi, PipGear, Audiosource, Sound Electronics, AVGear, Century Sound, HeadFone Shop, Headphone Bar, Etailz CA
Warranty Replacement Process
1.Email support@1moreusa.com and title the email WARRANTY REPLACEMENT & YOUR NAME and please include the following to help move the process along quicker: o Your order# from the original purchase ( please include a picture of the receipt or screenshot so we may verify the purchase) o The name of the product you have and what issues you are having with it.
2.We will troubleshoot with you to help resolve the issue, but if determined there is no quick fix we will have you send in the product.
3.Once we verify the proof of purchase (Image of Receipt: Product purchased, date purchased, and place of purchase) you will receive an email with a prepaid shipping label. (DO NOT ship the product back without speaking with a 1MORE representative).
4.Follow the instructions that come with the label for shipping. (Only Ship back the headphones and keep all accessories and packaging).
5.When the item arrives in our office, we will inspect the returned item and contact you with the replacement status. Typical lead time for Warranty Replacement is 5 business days upon receiving the headphones in our office.
Possible Defects Covered Under 1MORE’s Warranty:
1.No or low sound playing in one or both earbuds
2.Loose or separated pieces on earbud housing
3.Malfunction of inline remote or microphone
4.Battery not holding charge
The above warranty does not cover the following:
Minor faults or deviations in the quality of a product which do not affect the product’s value or fitness for its intended purpose
Any accessories supplied with the product
Faults resulting from improper use, mishandling, accidents, theft, or extreme weather/temperatures
Any modification of 1MORE products affected by you or a third party, unless 1MORE has given its prior written consent to the nature and extent of the modification faults of which the purchaser was already aware at the time of purchase (used or refurbished units)
Purchases from “gray markets” from other countries
Counterfeit products not produced by 1MORE
Purchases from unauthorized sellers. A list of authorized sellers can be found below; if you are unsure if the seller is authorized please contact support@1moreusa.com
*1MORE USA Inc, Sam's Club, Best Buy, Etailz, Massdrop, Touch of Modern, Stack Commerce, Stack Social, Huppins, OneCall, Quantum Networks, Baylife, Costco, Celebrity Sweat, Walmart, YamiBuy, b8ta, Canada Computers, London Drugs, Visions Electronics, Electronics for Less, Layton Audio, Target Hi-Fi, PipGear, Audiosource, Sound Electronics, AVGear, Century Sound, HeadFone Shop, Headphone Bar, Etailz CA
Warranty Replacement Process
1.Email support@1moreusa.com and title the email WARRANTY REPLACEMENT & YOUR NAME and please include the following to help move the process along quicker: o Your order# from the original purchase ( please include a picture of the receipt or screenshot so we may verify the purchase) o The name of the product you have and what issues you are having with it.
2.We will troubleshoot with you to help resolve the issue, but if determined there is no quick fix we will have you send in the product.
3.Once we verify the proof of purchase (Image of Receipt: Product purchased, date purchased, and place of purchase) you will receive an email with a prepaid shipping label. (DO NOT ship the product back without speaking with a 1MORE representative).
4.Follow the instructions that come with the label for shipping. (Only Ship back the headphones and keep all accessories and packaging).
5.When the item arrives in our office, we will inspect the returned item and contact you with the replacement status. Typical lead time for Warranty Replacement is 5 business days upon receiving the headphones in our office.
Wired headphones
SOME IN-LINE REMOTE CONTROL FUNCTIONS DO NOT WORK WITH MY DEVICE.
• The headphones are compatible with iOS and Android systems, and only support audio jacks that follow the CTIA standard.
• Some functions may be different, based on the original software loaded on your device. If this is the case, see your device’s instruction manual for details.
• Some functions may be different, based on the original software loaded on your device. If this is the case, see your device’s instruction manual for details.
THE IN-EAR HEADPHONE TIPS EASILY FALL OUT OF MY EARS.
The tips are probably the wrong size for your ear canals. We’ve provided additional tips in different sizes along with the headphones. Try different sizes until you find the best fitting tips. The goal is to achieve a snug-fitting seal.
I HEAR ABNORMAL NOISES, SUCH AS STATIC.
• For the best audio performance, use high fidelity lossless music files (> 20 MB per song). Lossless music formats include APE and FLAC.
• Your device may not have proper shielding, which causes interference and creates abnormal sounds. Try using another device that has proper shielding.
It is important to note that such static discharges are natural and do not indicate that one's headphones/earphones are defective. Static can come from the friction of you walking around or certain materials rubbing together.
• Your device may not have proper shielding, which causes interference and creates abnormal sounds. Try using another device that has proper shielding.
It is important to note that such static discharges are natural and do not indicate that one's headphones/earphones are defective. Static can come from the friction of you walking around or certain materials rubbing together.
WHILE USING THIRD PARTY MUSIC/VIDEO PLAYER APPS, SOME IN-LINE REMOTE CONTROL FUNCTIONS DO NOT MATCH THOSE IN THE MANUAL.
Your operating system and the third party music/video player apps may have different settings for the in-line remote control functions. We recommend that you use the music/video player apps that your device has originally provided.
I ADJUSTED THE IN-LINE REMOTE CONTROL TO THE MAXIMUM VOLUME, BUT THE ACTUAL VOLUME STILL SOUNDS LOW.
In different operating systems, especially some Android systems, the headphones and your device have separate volume control systems. Please adjust the volume controls on both the device and the headphones according to your preference.
I'M ONLY GETTING SOUND IN ONE EAR
Make sure the 3.5 audio jack is not bent and fully plugged in
Earwax can build up on the mesh screen of the earbuds. To clean the earbuds: remove the silicone or foam tips, use hydrogen peroxide and apply it to the earbud with a cotton swab dabbing on the mesh screen, repeat as necessary to remove excess wax.
If this does not solve, please contact customer support with pictures of your audio jack for inspection.
Earwax can build up on the mesh screen of the earbuds. To clean the earbuds: remove the silicone or foam tips, use hydrogen peroxide and apply it to the earbud with a cotton swab dabbing on the mesh screen, repeat as necessary to remove excess wax.
If this does not solve, please contact customer support with pictures of your audio jack for inspection.
Bluetooth Wireless Headphones
Bluetooth headphones won't turn on
To turn on: Press the power/play button until you see the red and blue LED indicator flash. If already on/in your ears, you will hear a voice that says ""1MORE"" when turned on successfully.
Make sure your headphones are charged. If not, please charge them for at least 30 minutes.
Make sure your headphones are charged. If not, please charge them for at least 30 minutes.
My headphones won't stay in my earphone
The tips are probably the wrong size for your ear canals. We’ve provided additional tips in different sizes along with the headphones. Try different sizes until you find the best fitting tips. The goal is to achieve a snug-fitting seal.
The earphones and my devices does not connect or take a long time to connect.
• Make sure that your headphones are not connected to other devices, and that your device is not connected to other Bluetooth devices.
• To clear pairing history: press and hold both the Vol+ and Vol- buttons simultaneously for 5 seconds. Your headphones’ pairing history will be cleared and will automatically enter the “discoverable” mode.
• To pair your device:
1.Press and hold the play button for 3 seconds to turn on ""discoverable"" mode. The LED will be flashing alternatively with red and blue lights. You will also hear a voice when wearing the headphones that says ""pairing"". Both of these options will tell you that you are now in ""discoverable"" mode.
2.Go to Bluetooth settings on your device
3.Select headphones from the list of discovered Bluetooth devices.
• To clear pairing history: press and hold both the Vol+ and Vol- buttons simultaneously for 5 seconds. Your headphones’ pairing history will be cleared and will automatically enter the “discoverable” mode.
• To pair your device:
1.Press and hold the play button for 3 seconds to turn on ""discoverable"" mode. The LED will be flashing alternatively with red and blue lights. You will also hear a voice when wearing the headphones that says ""pairing"". Both of these options will tell you that you are now in ""discoverable"" mode.
2.Go to Bluetooth settings on your device
3.Select headphones from the list of discovered Bluetooth devices.
My Android device successfully connects to the headphones, but I don't hear music through them.
After pairing successfully, verify in the Bluetooth settings that the headset is selected for media streaming.
My Android device successfully connects to the headphones, but there is no sound from the headphones while making phone calls.
After pairing successfully, on the Bluetooth menu of your device, tap the icon on the right of your device name and make sure the “Phone Audio” option is on.
Audio is distorted or drops out
• Make sure the distance between your headphones and the paired device doesn't exceed 33 ft.
• Avoid placing objects that can block radio signals between headphone and pair devices (walls, doors, and windows.)
• High concentration of WiFi, computers, and microwave ovens can create interference. Try moving away from other sources of wireless signal.
• Make sure your headphones and connected device have enough battery power.
• Avoid placing objects that can block radio signals between headphone and pair devices (walls, doors, and windows.)
• High concentration of WiFi, computers, and microwave ovens can create interference. Try moving away from other sources of wireless signal.
• Make sure your headphones and connected device have enough battery power.
While using third party music/video player apps, some in-line remote control functions, do not match those in the manual
Your operating system and the third party music/video player apps may have different settings for the in-line remote control functions.
I adjusted the in-line remote control to the maximum volumne, but the actual volume still sounds low.
In different operating systems, especially some Android systems, the headphones and your device have separate volume control systems. Please adjust the volume controls on both the device and the headphones according to your preference.
iPhone Adapter Compatibility
Inline controls (volume up and down) are not working with the iPhone Dongle
• The dongle is causing malfunctions.
We have personally run into this problem occasionally when testing ourselves. We found that by following these steps it seemed to resolve any malfunctions going on with inline controls while using dongle:
1.Quit whatever music player or app you are currently using.
2.Unplug headphones from dongle.
3.Unplug dongle from phone.
4.Plug back in dongle and headphones, re-open music app.
5.If this does not solve the issue, repeat steps 1-3 then restart iPhone.
6.If this still does not solve anything, contact Apple and get your dongle replaced.
• You can also test if your dongle is the one causing problems by trying different headphones with your dongle, if those don’t work as well the dongle is defective.
We have personally run into this problem occasionally when testing ourselves. We found that by following these steps it seemed to resolve any malfunctions going on with inline controls while using dongle:
1.Quit whatever music player or app you are currently using.
2.Unplug headphones from dongle.
3.Unplug dongle from phone.
4.Plug back in dongle and headphones, re-open music app.
5.If this does not solve the issue, repeat steps 1-3 then restart iPhone.
6.If this still does not solve anything, contact Apple and get your dongle replaced.
• You can also test if your dongle is the one causing problems by trying different headphones with your dongle, if those don’t work as well the dongle is defective.
Music Player Apps that are compatible with inline controls/dongle
Spotify: compatible
• w/ dongle: compatible
SoundCloud: compatible
• w/ dongle: compatible
Apple Music: compatible
• w/ dongle: compatible
Tidal: compatible
• w/ dongle: compatible
Pandora: compatible
• w/ dongle: compatible
• w/ dongle: compatible
SoundCloud: compatible
• w/ dongle: compatible
Apple Music: compatible
• w/ dongle: compatible
Tidal: compatible
• w/ dongle: compatible
Pandora: compatible
• w/ dongle: compatible
Mac Compatibility
Inline control compatibility
Our products are only compatible with iOS and Android Operating Systems, not OS X.
PC Compatibility
Inline control compatibility
As of now, none of our inline controls are compatible with PCs, we are working on getting this issue resolved.